Service Delivery Manager (relocation to Belgium)

We are looking for a Service Delivery Manager who is willing to relocate to join our Client’s team in Brussels, Belgium.

Eligibility: Candidate must currently reside in the EU. Portuguese Citizenship is mandatory. Candidate must be prepared to obtain EU Clearance after accepting the job offer.

Key Responsibilities:

1. Service Level Management: Monitor and manage service delivery against SLAs, maintaining accurate records and reports. Analyze service performance, identify gaps, and implement improvement actions. Propose and execute measures to enhance service quality and ensure compliance.
2. Incident & Problem Management: Conduct line investigations, allocate incidents, and ensure their timely resolution. Communicate clearly about incident status and resolutions with stakeholders. Investigate recurring problems and implement effective corrective and preventive measures.
3. Service Acceptance & Change Management: Ensure that services/products meet defined acceptance criteria before deployment. Provide structured input into the change management process to evaluate impacts.
4. Stakeholder Relationship Management: Collaborate with stakeholders to resolve issues, implement corrective actions, and analyze lessons learned. Solicit feedback to enhance customer relationships and foster positive user experiences. Design and implement stakeholder communication plans to improve transparency and partnership.

Specific Duties:

1. Manage assigned services according to Service Delivery Plans, ensuring alignment with business goals.
2. Handle service costing, oversee change management, and plan seamless service transitions.
3. Maintain and monitor service baselines, including configuration and performance tracking.
4. Manage budgeting processes such as expenditure tracking and financial forecasting.
5. Lead outsourcing initiatives and drive continuous service improvement programs.
6. Conduct service reviews, manage customer expectations, and deliver quality interactions.
7. Ensure compliance with internal policies and directives, maintaining standards at all levels.
8. Perform team management duties, including time management, contract administration, and project resource allocation.
9. Act as a deputy for senior staff when required.

Qualifications and Requirements:

1. Education & Experience: A Bachelor’s degree in a relevant discipline with at least 3 years of relevant experience. Alternatively, 10 years of extensive service delivery expertise may substitute for a degree.
2. Technical & Managerial Experience: At least 3 years working with large-scale email infrastructure solutions and enterprise-class collaboration platforms such as Microsoft Teams, Skype, or similar tools. Strong knowledge of IT infrastructure, including enterprise servers, operating systems, storage systems, virtualization, and cloud computing. Demonstrated experience managing outsourcing contracts and vendor relationships. Proven expertise in service level management and driving continuous service improvement. Capability to prioritize, influence stakeholders, and negotiate effectively in complex scenarios. Familiarity with ITIL processes, SLAs, OLAs, and Underpinning Contracts.
3. Training & Certifications (Essential): ITIL v4 Foundation certification.
4. Preferred Skills & Knowledge: Knowledge of collaboration and communication platforms, such as instant messaging and video conferencing tools. Awareness of emerging technology trends and familiarity with project management standards. Prince2 Project Management certification or equivalent.

Why Join Us?

1. Employment: Indefinite Contract from the start.
2. Relocation Support: Great relocation package.
3. Health Insurance: Comprehensive coverage for your well-being.
4. Hybrid Work Model: 2 days on-site, 3 days remote.
5. Continuous Learning: Access to a Udemy Business subscription with thousands of workshops and courses.
6. Team Culture: Collaborative and innovative work environment.

If you meet the above criteria and are ready for an exciting opportunity in a dynamic environment, submit your CV!